Method and system for delivery of individualized training to call center agents

ABSTRACT

The tailored assignment and delivery of training or other information to an agent in a call center or other constituent contact environment. Agent interactions are recorded by a quality monitoring component of the call center to produce an agent performance record. The agent performance record is scored against predetermined performance criteria to produce an agent score. Training materials are assigned to agents based on the agent score in skill areas corresponding to the subject matter of the particular training materials. The agent score is coded and the training materials are categorized according to the associated subject matter. If an agent score is below a predetermined threshold, then a database record is populated with the agent score and a training material identifier. The database may then be polled to determine whether the agent needs the training materials to address the associated subject matter. The assigned training materials can then be delivered to the agent over the communications network.

RELATED APPLICATION

The present application is a continuation of and claims priority to U.S.application entitled Method and System for Delivery of IndividualizedTraining to Call Center Agents, filed Mar. 2, 2000, having Ser. No.09/517,500.

FIELD OF THE INVENTION

The present invention relates generally to call centers for managingcustomer communications and, more specifically, to assigning tailoredcontent, such as training materials, to agents based on recorded gentperformance.

BACKGROUND OF THE INVENTION

A call center is a system that enables a staff of call center agents toservice telephone calls to or from the customers or other constituentsof an organization. Typically, calls are distributed and connected toagents that are available at the time of the call or are otherwise mostsuited to handle the call. The call-distribution function, commonlyreferred to as automatic call distribution (“ACD”), is generallyimplemented in software that executes in a switching system, such as aprivate branch exchange, that connects customer calls to agenttelephones. A workforce management (“WFM”) component is often employedby a call center to schedule and manage agent staffing and call centercapacity.

More recently, computer-telephony integration (“CTI”) has been widelyemployed in call centers. In a typical call center, a CTI componentconveys telephony information, such as the telephone number of thecalling party and the identity of the agent to whom the call isconnected, from the ACD switching system to other components of the callcenter system. The other components of the call center system typicallyuse this information to send relevant database information, such as theaccount file of the calling party, across a local area network (“LAN”)or other communications network to a data terminal of the agent to whomthe call is connected. The CTI component, other system components, andthe LAN can also be used to deliver other information to the agents.

More generally, the business function provided by a call center may beextended to other communications media and to contact with constituentsof an organization other than customers. For example, an e-mail helpdesk may be employed by an organization to provide technical support toits employees. Web-based“chat” -type systems may be employed to provideinformation to sales prospects. When a broadband communicationsinfrastructure is more widely deployed, systems for the delivery ofbroadband information, such as video information, to a broad range ofconstituents through constituent contact centers will likely be employedby many organizations.

Agents in call centers and other constituent contact centers must bewell-trained in order to maximize their productivity and effectiveness.Agent training must be intensive and frequent in centers that handlecomplex interactions with constituents or that change call scripts orother interaction programs often. In many situations, the quality andeffectiveness of agent training may significantly drive the performanceof the call center.

In conventional call centers, training is provided to call center agentsthrough a variety of mechanisms. The supervisor of the call center maysimply walk over to individual agents, or place telephone calls to theindividual agents, and pass on new information to the agents personally.New information may be distributed by email, by an instructor in aclassroom setting, or over an intranet. Alternatively, the informationmay be broadcast over a public announcement system or may be displayedon a large wall display at the front of the call center. New informationmay also be provided through a “chair drop” by which written informationupdates or training materials are handed to the agents for theirconsumption.

More recently, automated methods for agent training and informationupdating have been developed. Computer-based training (“CBT”) involvesthe distribution of training programs to an agent's computer desktop, toa dedicated terminal, or to a classroom. CBT may be distributed in abroadcast mode, with each agent receiving the same training at the sametime. CBT would be more effectively deployed if it allowed individualagents to access desktop training materials that are tailored to eachagent's particular needs and skills shortcomings. In self-directed CBT,each agent takes the initiative to enter a training session and toselect appropriate training materials so that the pace and content ofthe training can reflect individual agent learning rates and baseknowledge. Some CBT systems schedule the delivery of training materialsto agents at times when call center volume is slow, when the agent needsa break, or at other times. These systems thus enable call centermanagement to integrate call center workload management with agentskills training. An advantageous method and system for scheduling thedelivery of training materials to the agent is disclosed in U.S. patentapplication Ser. No. 09/442,207, filed Nov. 16, 1999, which applicationis assigned to the assignee of the present application and is herebyincorporated by reference herein.

While computer-based training methods provide a significant improvementin training effectiveness, efficiency, and sophistication to callcenters and other constituent contact centers, conventional CBT-basedtraining systems have significant drawbacks. Broadcast CBT systemsdeliver uniform training to all agents regardless of individual agentskill levels, and those systems do not accommodate the large variationsin learning rate or base knowledge that can exist among agents. Whileself-directed CBT enables agents to learn at their own pace and toselect training materials addressing their own skills shortcomings,conventional self-directed training is not amenable to centralizedmanagement and control by the call center. For example, conventionalself-directed CBT depends on the agent's self-evaluation of his ownskill shortcomings. Moreover, conventional CBT systems do notautomatically tailor training materials assignment to agents based on anobjective evaluation of each agent's skills and performance. Inaddition, conventional call center training systems are not integratedwith call center workforce management, ACD and quality monitoringsystems. As a result, call centers employing conventional CBT systemsand techniques are unable to tailor training to the needs of individualagents.

SUMMARY OF THE INVENTION

The present invention supports the tailored assignment of training orother information or other tasks to an agent in a call center or otherconstituent contact environment. Agent interactions with customers orother constituents are recorded over the call center communicationsnetwork to provide a score of agent performance in each of several skillareas. The call center communications network may be integrated withback-office enterprise resource planning systems or with customerrelationship management computer systems. Training materials or otherinformation are assigned to agents based on the agent score in skillareas corresponding to the particular training materials. The assignedtraining materials are then preferably delivered to the agent over thecommunications network.

According to one aspect of the invention, agent performance records areaccepted from a performance monitoring tool component or qualitymonitoring component of the call center that produces an agentperformance record. The agent performance record is then scored against.predetermined performance criteria to produce an agent score.

To match appropriate training to agents in need of training, agentperformance categories and remediation thresholds are matched with thetraining materials themselves. If an agent score in a given. performancecategory is below a predetermined remediation threshold, then a databaserecord is populated, a flag is set, or some other indicator is set toidentify the agent's performance shortcoming and the training courseassociated with that shortcoming. The database may then be polled todetermine what training the agent requires.

The invention can include software components for assigning training toan agent based on an assessment of the agent's interactions with itscustomers or other constituents. A contact agent skills assessment isaccepted from a monitoring component that records gent interactions witha customer or other constituent over the communications network andproduces the contact agent skill assessment. An assignment componentassigns training materials to the agent based on the skills assessment.According to one aspect, a delivery component then delivers the trainingmaterials to the agent over the communications network.

The present invention thus advantageously accepts agent performancescores from a monitoring component that records interactions betweenagents and constituents and scores agent performance against performancecriteria. Training materials are assigned to the agents according toeach agent's skill in each of the several associated subject matterareas. Individual agent training and overall call center performance arethereby improved.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a block diagram illustrating a system for managing acomputer-based customer call center system in accordance with anexemplary embodiment of the present invention.

FIG. 2 is a block diagram illustrating a system for the assignment oftraining materials in accordance with an exemplary embodiment of thepresent invention.

FIGS. 3A, B, C are flow charts. indicating the steps in a method fortraining a contact agent to perform constituent contact duties inaccordance with an exemplary embodiment of the present invention.

FIG. 4 is a table illustrating the structure and contents of a trainingdatabase record in a system for the assignment of training materials inaccordance with an exemplary embodiment of the present invention.

DETAILED DESCRIPTION OF THE EXEMPLARY EMBODIMENTS

Turning now to the drawings, in which like numerals indicate likeelements throughout the several figures, an exemplary embodiment of theinvention will now be described in detail. The present invention isdirected to the assignment of content, such as training or othermaterials or other tasks, to a constituent contact agent, such as a callcenter agent. Although the preferred embodiment of the invention will bedescribed with respect to the assignment of training materials to anagent in a call center, those skilled in the art will recognize that theinvention may be utilized in connection with the assignment of a varietyof information and tasks in other operating environments.

FIG. 1 illustrates a computer system for managing a call center in whichone advantageous embodiment of the present invention is implemented. Acall center 10 includes a training system 20 operative to assign anddeliver training material to call center agents 40. In a typicalapplication of the call center 10, a customer 30 calls via the publicswitched telephone network (“PSTN”) or other network to the call center10. The customer call may be initiated in order to sign up for longdistance service, inquire about a credit card bill, or purchase acatalog item, for example. Through the PSTN 34, the call from thecustomer 30 reaches an Automatic Call Distribution (“ACD”) component 32of the call center. The ACD component functions to distribute calls fromcustomers to each of a number of call center agents 40 who have beenassigned. to answer customer calls, take orders from customers, orperform other interaction duties. Agents are typically equipped with aphone 42 and a call center computer terminal 44 for accessing productinformation, customer information, or other information through adatabase. For example, in a call center implemented to support acatalog-based clothing merchant, the terminal 44 for an agent coulddisplay information regarding a specific item of clothing when acustomer 30 expresses an interest in purchasing that item.

Customer phone calls and relevant database information are integrallymanaged by modern call centers 10 through what is known ascomputer/telephone integration (“CTI”). A CTI function within ACDcomponent 32 enables the call center 10 to extract information from thephone call itself and to integrate. that information with databaseinformation. For example, the calling phone number of a customer 30 maybe used in order to extract information regarding that customer storedin the call center database and to deliver that customer information toan agent 40 for the agent's use in interacting with the customer. A CTIfunction within ACD component 32 may also interact with IntelligentVoice Response (“IVR”) unit 36, for example to provide a touch-tone menuof options to a caller for directing the call to an appropriate agent

A typical call center 10 includes a Workforce Management (“WFM”)component 48. The WFM component 48 is used to manage the staffing levelof agents 40 in the call center 10 so that call center productivity canbe optimized. For example, the volume of calls into or out of a callcenter 10 may vary significantly during the day, during the week, orduring the month. WFM component 48 preferably receives historical callvolume data from ACD component 32 and provides information regarding thecall center agent work force to call center management 31.

Through the use of WFM component 48, the call center management 31 candetermine an appropriate level of staffing of agents 40 so that callhold times are minimized, on the one hand, and so that agentoverstaffing is avoided, on the other hand. Call center management 31can also use information from WFM component 48 to staff the call centerwith agents having particular skills at a particular time. For example,if the mix of callers providing customer complaints and callers placingnew orders varies significantly during the day, call center management31 may staff different shifts of call center agents with a different mixof skills to reflect that variation in call content.

In a typical call center, customer calls and interactions betweencustomers and agents 40 are selectively sampled as part of a qualitycontrol program within the call center 10. This function is typicallyperformed through quality monitoring recording and evaluation components50 and 51, respectively, within a. quality monitoring system in the callcenter 10.

Quality monitoring recording component 50 records interactions betweenthe customer 30 and the agent 40 through the agent's phone 42 andrecords the information delivered through the system to the agent'sterminal 44 and the information the agent provides via the terminal 44during the interaction. The verb “record” is used throughout thisdocument to refer to both occasional monitoring of agent interactions aswell as constant monitoring of agent interactions. Each call and thesystem information delivered in support of the call are typicallyrecorded for subsequent evaluation of agent skills by call centermanagement 31.

The training system 20 preferably accepts scores from the qualitymonitoring evaluation component 51, which enables call center management31 to review recorded agent/customer interactions and to evaluate agentperformance during those interactions. For example, call centermanagement can assess the level of skill of an agent in each of severalskill areas. As an example, the relevant skill areas for a call centerserving a catalog clothing merchant could include product configurationknowledge (e.g. color options), knowledge of shipping and paymentoptions, knowledge of competitor differentiation, and handling an iratecustomer. Quality monitoring evaluation component 51 provides data tothe training system 20 and gives call center management the ability toevaluate an agent's level of skill in each of several areas. Those areasin which an agent's skill are determined to be below predeterminedperformance thresholds are identified along with course assignments sothat the training system 20 can provide training materials to the agentthat correspond to the agent's skill shortcomings.

Call center 10 also preferably includes a database 53 for storing datarelating to the identified skills shortcomings and course assignments ofeach agent. Records in the database 53 preferably include anidentification of the agent and the skill type found lacking in theagent along with the course assigned to the agent.

The call center 10 includes a communications network 54 to interconnectand link the aforementioned components. For a call center in which allelements are located at the same site, a local area network may providethe backbone for the call center communications network 54. In callcenters for which the elements are geographically dispersed, thecommunications network may comprise a wide area network, a virtualprivate network, a satellite communications network, or othercommunications network elements as are known in the art.

The training system 20 according to one advantageous embodiment of thepresent invention is implemented in software and is installed in orassociated with the call center computer system 10. Under the control ofcall center management 31, the training system 20 can assign trainingmaterial to agents 40 and deliver those training materials viacommunications network 54 to the agent. Integration with the WFMcomponent 48 and the ACD 32 enables the training system 20 to deliverthe training materials to agents at times when those agents areavailable and when training will not adversely impact call centerperformance.

The training system 20 is also in communication with quality monitoringcomponents 50, 51 through the communications network 54 so thatappropriate training materials may be delivered to agents who are mostin need of training. Proficient agents are thus spared the distractionof unneeded training, and training can be concentrated on those agentsmost in need and on areas of greatest need for those agents.Advantageously, call center management 31 may establish pass/fail orremediation thresholds to enable the assignment of appropriate trainingto appropriate agents. This functionality may be provided within thequality monitoring evaluation module 51. Preferably, agent skills thatare found to be deficient relative to the thresholds are flagged andstored in the database 53 or otherwise flagged.

In another advantageous embodiment of the present invention, thetraining system 20 may be deployed on a stand-alone server locatedremotely from call center 10. For example, training system 20 could bedeployed to serve a number of independent call centers 10, such as in a“web services” or application service provider business model. In such aremote deployment, the problems of integration with individual callcenter computer systems can be avoided and the training system 20 can bemaintained at a single central location.

A wide range of agent training scenarios can be supported by thetraining system 20. The training materials that are appropriate for aparticular call center application can vary widely according to the callcenter function. The subject matter of training materials may also varywidely; for example, training materials may be focused on productinformation, phone etiquette, problem resolution, or other subjects.

FIG. 2 is a block diagram illustrating a training system 20 forevaluating agent skill levels and assigning and delivering trainingmaterials to call center agents in a call center 10. The training systemincludes a number of interoperable software modules. Performancemonitoring tool 100 is a software module that enables the managers of acall center to accept data from a quality monitoring component 51 thatrecords agent/customer interactions and evaluates and scores agentperformance. Performance monitoring tool 100 also stores agentperformance scores and course assignments in a database.

Training system 20 preferably further includes a training assignmenttool 102 that enables call center managers to compare agent performancescores stored in the quality monitoring evaluation tool againstpredetermined remediation thresholds or other performance thresholds,and copies agent deficiencies data and relevant courses into a databasethat is accessible by the training system 20.

The training system 20 preferably further includes an informationdelivery tool 104 that delivers assigned training to the appropriateagent over the communications network 54. The information delivery tool104 preferably receives agent workload data and call center load datafrom ACD 32 and agent schedule data from WFM 48 so that trainingmaterials may be delivered at times when agents are best able to receiveand consume those materials. The training system further comprisesinformation access tool 106 for receiving the training materials by theagents over communications network 54.

Agent consumption of training is preferably tracked by the reportingtool 108, which is preferably adapted to generate standard and customreports to enable call center managers and supervisors to moreeffectively manage agent performance and agent training programs. Atraining content acquisition tool 110 is also preferably included tomanage the creation or acquisition of training content. Training contentmay be created by call center employees internally or may be acquiredfrom outside sources of training content. Training content acquisitiontool 110 enters the training content into training system 20 so that thecontent can be accessed by the training system 20 to train agents. Thetraining content acquisition tool 110 provides training titles to thetraining assignment tool 102 for assigning to agents having skills thatare deficient in the identified subject.

Turning now to FIGS. 1, 2, and 3A, the steps in a method for assigningtraining to a contact agent within a call center operating environmentaccording to one advantageous embodiment of the present invention areillustrated in flow chart form in FIG. 3A. The method begins at step200. At step 202, data reflecting the performance of an agent 40 ininteracting with customers 30 is accepted from a quality monitoringrecording module 50. As will be described in more detail in connectionwith FIG. 3B, step 202 is performed by training assignment tool 102. Theagent performance data may be in many forms, but in one example, for acatalog clothing merchant call center application, the data includesagent customer service skills categorized by subject matter areas suchas competitor knowledge, return policy knowledge, and product careknowledge.

Once the appropriate training has been assigned to an agent by trainingassignment tool 102 in step 204, a training session for the agent ispreferably scheduled according to step 206. The scheduling steppreferably includes the training system 20 obtaining real time andhistorical information from the automatic call distribution 32 andworkforce management 48 to determine when an agent should be or isavailable for training and is not otherwise occupied with customercontact responsibilities. An advantageous method and system forscheduling the delivery of training materials to the agent is disclosedin U.S. patent application Ser. No. 09/442,207, filed Nov. 16, 1999,which application is assigned to the assignee of the present applicationand is hereby incorporated by reference herein.

The method then proceeds to step 208, at which step the assignedtraining material or other task is delivered to the appropriate agentover the communications network 54 by the training system 20 throughinformation delivery tool 104. At step 208, the information deliverytool 104 provides training materials to the agent through informationaccess tool 106. In this exemplary method, the training materialsdelivered can, for example, comprise a sequenced series of trainingsegments, each of limited duration, that together form an integratedwhole. Of course, the training materials delivered can vary considerablyfrom call center to call center as dictated by the function of the callcenter and the business supported by the call center, and trainingmaterials are preferably delivered to the agent through agent terminal44 over communications network 54. Call center management 31 preferablycan modify or terminate a training session as real time requirements ofthe call center dictate, such as when incoming call volume increases.For example, the training materials may include a quiz or test ofrecently learned subject matter.

The method then proceeds to step 212, at which step the results of agenttraining activity are stored by reporting tool 108 from informationprovided by information access tool 106. The information stored duringstep 212 may include, for example, information regarding the length of aparticular training session, data on the agent's score on a quizassociated with the training materials, or other information.Preferably, call center management 31 uses the training data to modifyor enhance training materials as appropriate. The method then terminatesat step 214.

Accordingly, the method according to one exemplary embodiment asillustrated in the flow diagram of FIG. 3A accepts agent skillshortcomings and course assignments from quality monitoring modules 50,51 and delivers appropriate training materials to agents who requiretraining to agent terminal 44 through communications network 54.Training content can therefore be advantageously delivered to agents inaccordance with their skill levels and needs for training.

Referring now to FIGS. 1, 2, and 3B, the steps in a method for recordingagent performance and identifying agent training deficiencies asperformed by performance monitoring tool 100 are illustrated in the flowdiagram of FIG. 3B. According to this exemplary method, which starts atstep 240, agent interactions with customers 30 are recorded overcommunications network 54 in recording module 50, including voiceinteractions and data interactions, in step 242. An agent performancerecord is thereby created by recording module 50. In step 244, the agentperformance record is evaluated by quality monitoring evaluation module51 in accordance with criteria provided by call center management 31. Instep 246, the agent performance records are scored by call centermanagement 31 using quality monitoring evaluation module 51 to yield anindication of which skill areas a particular agent is deficient in. Instep 248, courses or other information associated with the skill areassigned to each agent performance record by call center management. Forexample, a performance record comprising a customer call to inquireabout store return policies may be categorized by a skill code thatidentifies the record as being associated with return policy knowledge.

In step 250, the evaluation module preferably stores each of the agentperformance scores and course assignments in a database within thequality monitoring evaluation module 51. The method then proceeds tostep 252, where database 53 periodically polls the evaluation module 51for agent performance scores. At step 254, if an agent record is foundin the database, then the method proceeds through the “Yes” branch tostep 260. If an agent record is not found, then the method returnsthrough the “no” branch to step 252. The training system 20 then assignstraining at step 260, and the method ends at step 262.

In summary, then, the performance monitoring tool 100 accepts datareflecting agent interactions with customers from a quality monitoringmodule to determine skill areas in which the agent's skill is deficient,assigns a code to the identified performance records, compares the codedperformance scores with predetermined performance thresholds assigned bycall center management, and thereby identifies the subject matter forwhich a particular agent's skills are deficient.

Training assignment tool 102 and training content acquisition tool 110within training system 20 perform the steps in a method for assigningtraining materials to agent as illustrated in the flow diagram of FIG.3C. Referring now to FIGS. 1, 2, and 3C, the method starts at step 280.At step 282, training materials are acquired or created by call centermanagement 31 using training content acquisition tool 110. For example,call center management may produce its own multimedia. trainingmaterials, or such materials may instead be procured from outsidevendors. In any case, the training materials are captured by thetraining system 20 with training content acquisition tool 110.

At step 284, the training system 20 categorizes each of the trainingmaterials corresponding to the agent skill with which it is associated.At step 286, the training system 20 accepts agent skills deficiencyscores from the database 53. At step 288, the training system 20compares the coded deficient agent scores with the categories oftraining materials that are available. If the available. trainingmaterial matches the deficiency indicated by the code of the agentscore, the method proceeds through the “Yes” branch to step 292. Ifthere is no match between the agent score deficiency indication and thetraining materials, the method proceeds through the “No” branch back tostep 286.

At step 292, the training system 20 assigns the matched trainingmaterials to a particular agent for delivery over the communicationsnetwork 54. The method then proceeds to step 294, at which step the callcenter management 31 has an opportunity to review and supplement thetraining materials or modify the assignment of training materials toagents as necessary. The method then terminates at step 296.

Accordingly, the training assignment tool 102 accepts acquired orcreated training materials and compares that-training material to agentskills performance information to assign appropriate training materialsto agents in need. Agent training is thus optimized in the call centerwhile avoiding unnecessary agent distraction.

An example of a data record 300 stored in database 53 according to oneembodiment of the invention is illustrated in FIG. 4. Referring to FIGS.1 and 4, agent score data record 300 comprises a two dimensional recordof agent scores ordered by agent identity and the skill deficiency towhich the performance score correlates. As shown in FIG. 4, agentidentity 302 may include agent initials RK, RC, or MJ. On the verticalaxis, training content categories 304 include categories A, B, and I. Inthe example shown, a predetermined remediation threshold score of 70 isassumed, and the table includes in the database 53 only those records ofagent scores below the predetermined remediation threshold of 70. Forexample, agent score 306a indicates that agent RK scored 65 on a skillsevaluation corresponding to training content category C and a score of50 on a skill corresponding to training content category I. Likewise,agent RC scored 50 on a skill corresponding to training content categoryA, 55 on a skill corresponding to training content category C, 65 on askill corresponding to training content category D, and 65 on a skillcorresponding to training content category H. On the other hand, agentMJ has no entries in the data record 300, indicating that agent MJ hasnot failed any of the tests administered to that agent. Other datastructures for data record 300 indicating which agents are deficient inwhich skill areas are contemplated by the present invention as are knownto those skilled in the art.

It should be emphasized that the illustration of a call centerenvironment in the preceding discussion is an example of one commonapplication that can take advantage of the present invention, but thatthe present invention is not limited to call centers, to the delivery oftraining materials, or to the performance of other tasks. The methodsprovided by the present invention can be applied in any constituentcontact environment and may include a variety of media through whichcontact with constituents may be made by the constituent contact system.For example, constituents may include, in addition to customers, theemployees of an organization, sales representatives of an organization,suppliers of an organization, contractors of an organization, or otherconstituents.

Moreover, according to the present invention, the medium ofcommunication between the system and the constituents may include voicecontact over the public switched telephone network, e-mailcommunications provided through the Internet, Internet-based “chat”contact, video communications provided over the Internet or over privatebroadband networks, or other communications media and forms as are knownin the art.

In addition, the methods provided by the present invention include thedelivery of a broad range of information to constituent contact agents.In addition to the training materials described above by way of example,any sort of information amenable to distribution via a digitalcommunications network may be delivered in accordance with the presentinvention. For example, news information, real-time video, sportingevent information, music, conference call voice and video information,or other text, audio, video, graphics, or other information may bedelivered without departing from the invention.

According to another aspect of the invention, a computer readable mediumhaving computer executable instructions is provided that includessoftware components adapted to perform steps corresponding to the stepsin the methods described above. According to one advantageousembodiment, a performance component is provided that accepts an agentscore from a quality monitoring component, the agent score indicatingcontact agent performance, and produces a contact agent skillsassessment from the agent score. An assignment component is alsoprovided that assigns training to the agent based on the assessment ofagent skills. Advantageously, a training content component is alsoprovided to accept training materials created by the call center itselfor by outside content creators. By coding the agent skills assessmentaccording to the associated subject matter and categorizing the trainingmaterials, agent skills shortcomings may be matched to appropriatetraining materials.

In summary, the present invention can accept data from a qualitymonitoring component and assess agent performance and assign tailoredtraining materials or other information to agents in a call center orother constituent contact system. Training materials may be directed toagents in need of training and may be tailored to those areas in whichtraining is most needed. The training materials may be createdinternally by call center management or may be acquired from outsidetraining content vendors. By categorizing the training materials andcoding the agent performance scores according to the skill associatedwith the materials or performance, appropriate training materials may betailored to each agent. Call center management may modify trainingmaterials or assignments before delivery of the materials to the agent.Delivery of the materials may be scheduled to avoid disrupting theagent's duties within the call center.

From the foregoing, it will be appreciated that the preferred embodimentof the present invention overcomes the limitations of the prior artdescribed herein. From the description of the preferred embodiment,equivalents of the elements shown therein will suggest themselves tothose skilled in the art, and ways of constructing other embodiments ofthe present invention will suggest themselves to practitioners of theart. Therefore, the scope of the present invention is to be limited onlyby the claims below.

What is claimed is:
 1. A method for training a contact agent comprisingthe steps of: making an evaluation of the contact agent's performance;comparing the evaluation of the contact agent's performance to apredetermined criteria; if the evaluation does not meet thepredetermined criteria, mapping the evaluation to a skill, withoutmanual intervention; matching training with the mapped skill; manuallyselecting a training course from the matched training; assigning thetraining course to the contact agent.
 2. The method according to claim 1further comprising the step of prioritizing the matched training basedon importance of the mapped skill.
 3. The method according to claim 1further comprising the step of delivering the training course to thecontact agent.
 4. The method according to claim 3 further comprising thestep of conducting a follow-up evaluation after delivering the trainingcourse to assess the effectiveness of the training.
 5. The methodaccording to claim 3 further comprising the step of delivering thetraining course to the contact agent in time segments.
 6. The methodaccording to claim 1 further comprising the step of storing theevaluation.
 7. A computer-readable medium having computer-executableinstructions for performing the steps recited in claim
 1. 8. Inassociation with a computer system for managing communications with anorganization, a method for training a representative of the organizationcomprising the steps of: receiving an evaluation of the representative;mapping the evaluation to a skill without manual intervention; comparingthe evaluation to a predetermined threshold; and if the evaluation isbelow the predetermined threshold, associating the skill of theevaluation with training material related to the skill; and assigningthe training material to the representative.
 9. The method according toclaim 8 further comprising the step of delivering the training materialto the representative.
 10. The method according to claim 8 furthercomprising the step of delivering the training material to therepresentative in time segments.
 11. The method according to claim 8further comprising the step of storing the evaluation of therepresentative.
 12. The method according to claim 8 further comprisingthe step of prioritizing the training material according to importanceof the associated skill.
 13. The method according to claim 8 furthercomprising the step of performing a follow-up evaluation to determinethe effectiveness of the training material.
 14. A computer-readablemedium having computer-executable instructions for performing the stepsrecited in claim
 8. 15. A computer-implemented system for managingcommunications between an organization and its constituents, the systemcomprising: a communications network that supports communication betweenthe constituents and representatives of the organization; a monitoringcomponent adapted to produce an evaluation of the representativecommunicating with constituents; and map the evaluation to a skill; anassignment component adapted to compare the evaluation to apredetermined threshold and, if the evaluation does not meet thepredetermined threshold, match the mapped evaluation skill to trainingmaterial and assign the training material to the representative.
 16. Thesystem of claim 15 further comprising a delivery component adapted todeliver the matched training material to the representative.
 17. Thesystem of claim 15 further comprising a delivery component adapted todeliver the matched training material to the representative in timesegments.
 18. The system of claim 15 further comprising a deliverycomponent adapted to prioritize training material to be delivered to therepresentative according to importance of the mapped evaluation skill.19. The system of claim 15 wherein the monitoring component is furtheradapted to perform a follow-up evaluation after delivery of the trainingmaterial.
 20. The system of claim 19 wherein the follow-up evaluationcomprises monitoring of the contact agent.
 21. The system of claim 19wherein the follow-up evaluation comprises a quiz.